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1 semana atrás
About Us
Randstad Ii - Prestação De Serviços, Limitada is a leading provider of innovative workforce solutions. We are committed to delivering exceptional customer experiences through our team of dedicated professionals.
Job Summary
We are seeking an experienced Quality Analyst to join our team. The ideal candidate will have a proven track record in call center operations and be fluent in Japanese. As a Quality Analyst, you will play a vital role in ensuring the highest standards of customer service are maintained.
Responsibilities
Your primary responsibilities will include:
- Monitoring and evaluating a selection of inbound and outbound calls, as well as other contact methods like chat and email;
- Reporting evaluation results to key stakeholders, including quality leadership, operations, clients, account management, and resource unit partners;
- Contributing to internal quality audits, providing valuable insights for ongoing improvement;
- Maintaining a strong program knowledge base, ensuring a solid understanding of client products, services, and program strategies;
- Participating in quality task forces alongside business stakeholders, contributing to the enhancement of quality processes;
- Meeting departmental productivity requirements, ensuring efficient workflow;
- Staying current on programs through regular phone time;
- Contributing to maintaining forms and legends documents, ensuring clarity and consistency;
Requirements
To be considered for this role, you will need:
- 12th grade education;
- Fluent in Japanese (Advanced knowledge required);
- Fluent in English (Advanced knowledge required);
- Previous call center experience is essential;
- Previous auditing experience is preferred;
What We Offer
In return for your hard work and dedication, we offer a competitive package that includes:
- Base salary;
- Meal allowance;
- Performance bonus;
- Language bonus;
